Paul Gerard Md's Online Review Report Card

I arrived for a scheduled appointment with Dr. Gerard on 9/8. We had been given a reminder card at our last visit that said “Tuesday, September 8th, 2021” Which either meant to say Tuesday 9/7 or Wednesday 9/8. After failed attempts to reach them by phone on 9/7 and the morning of 9/8 we assumed that the date of the appointment was 9/8. Upon arrival we were told we did not have an appointment. My mother-in-law is homebound and only leaves for important appointments. Furthermore, we were told she did not have an appointment scheduled in the future either. I had left the card on the fridge at home so I could not prove that we were scheduled. After a lengthy discussion on the phone outside of the office we were told to enter the office. After sitting for an hour we were never seen and told we would not be seen. I asked multiple times to speak with the doctor but was never given that opportunity. When I struggled to hear a nurse because I’m deaf in one ear I asked the nurse if she could lower her mask behind her face shield so I could read her lips. At that time a nurse behind her came up and yelled at me and slammed the glass window shut. Shocked by the behavior I immediately left and called the patient advocate. The staff was rude and not concerned by mother in law’s health. We only needed a 10-minute vital check/check up visit and the fact that we drove 20 minutes into town with a physically handicap senior should have been enough to concern the staff to make things right. (How many people show up with a 94 year old senior claiming a scheduled appointment just for a vital check?) Since then I have heard back from the office manager and learned that the staff never spoke to Dr. Gerard about the situation and gave him an opportunity to decide. Dr. Gerard is a good doctor however his staff is awful. Their customer service skills and empathy are incredibly lacking. I would not recommend going to this practice until a change in staff has occurred or a consultative group comes in and trains the employees on how to treat people. Update: I contacted the patient advocate at Hardin Memorial Baptist, she in turn contacted the manager of the practice. The manager listened, scheduled an additional appointment for Irene and investigated the situation. I stressed to her the inappropriatness of the staff. My husband and I went to Irene's appointment and discussed the situation with Dr Gerard. Dr Gerard listened, apologized for the staff behavior. I felt the staff should apologize for their behavior as Dr. Gerard had not behaved in that fashion. After talking with Dr. Gerard, I discussed this further with the manager she assured me that Dr. Gerard and she held a meeting with the staff to discuss this inappropriate behavior. I encourage every one that has a concern with patient care at HMH to call the patient advocate , then the manager if necessary;. There is also a formal way to file a complaint should you feel that your needs are not addressed. WIthout notifying a person regarding inappropriate behavior it will not or can not be addressed. Being quiet and not challenging the inappropriateness of behaviors allows this type of behavior to continue... To me when one does not address it, one shares in the responsiblity of being as bad as the one who did the behavior. Speak up always.

Staff is very rude,you tell them u called to cancel appt then they tell you know one called them when you try to talk u get interrupted I said ok honey then she got more rude saying my name is not honey acts like someone cussed her.well I do believe I will find another primary care provider.

Seems to be no hands on type of doctor, and very indecisive about what should be done to address some situations. Nice manner, but perhaps too shy about giving solid advice.